Company & legal information
Refunds, Cancellations & Disputes
Last updated:
UAE consumer payments and wallet services are not yet live. This notice explains the available contact route and the distinct matters that final service terms must address.
UAE service launch in preparation. Payment and wallet functionality remains subject to applicable regulatory requirements and payment partner approval.
headoffice@sorpa.ae1. Contact and present scope
Contact headoffice@sorpa.ae or +971 55 669 9750 with a question. Do not send passwords, full card numbers or security codes. For an existing regional app transaction, contact the operator and support service identified in that app or receipt.
2. Mistaken top-ups and unused funds
A mistaken top-up and a request for an available unused balance are distinct from a merchant purchase refund. Before UAE launch, the responsible provider, eligibility, method, timing and verification requirements will be disclosed. No refund deadline, withdrawal entitlement or blanket “no refunds” rule is established by this pre-launch notice.
3. Merchant purchases and cancellations
A merchant remains responsible for its goods or services and applicable consumer obligations. Cancellation of payment and return of goods or services may require different actions. Future terms must explain how merchant authorization and any payment reversal interact.
4. Cash Up adjustments
A return or reversal may require a corresponding promotional-balance adjustment under the disclosed programme rules. Customer-paid funds and promotional value must be distinguished; this notice does not authorize undisclosed deductions or forfeiture.
5. Unauthorized payments, disputes and chargebacks
Report a suspected unauthorized transaction promptly to the relevant provider and your card issuer. Chargeback is a card-scheme process with its own requirements and deadlines; it is not the same as an ordinary merchant refund. Nothing here removes statutory rights or card-issuer remedies.
6. Before UAE launch
Final terms must identify the responsible service provider, complaint and escalation routes, refund process, timing, costs if any, and handling of disputes in accordance with applicable law and the approved payment arrangement.